JOB SUMMARY

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.
UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.
Positioned in the Communications Directorate, the Parliamentary and Public Accountability Team (PPAT), provides a centralised service working directly with requesters, regulators, OGD’s Ministers’ offices and Parliament in the delivery of UKHSA’s obligations with respect to requests received from Parliament and the public. The Enquiries & Complaints team forms an integral part of PPAT and operates a high volume, fast paced public facing service. Our work is often in response to high profile, live issues.
The team works collaboratively across UKHSA to provide a high-quality service to all of our customers in line with UKHSA’s values and our key performance indicators. We are inclusive, insightful and impactful in our work.

JOB DESCRIPTION

You will be responsible for providing a high standard of quality and timely responses to both enquiries and complaints received from members of the public.
You will regularly engage with staff at all levels in UKHSA and will need to establish and maintain effective working relationships with staff and across government departments. In ensuring that UKHSA’s responses to requests are timely and accurate, you will work with the organisation’s scientists, clinicians and technical staff and will be able to take complex scientific and technical information and be able to adapt it for a wide range of audiences.
You will be working with a highly motivated and passionate group of people in an exciting and fast-paced environment with the opportunity to make your mark and influence government policy and delivery. In line with the UKHSA values, we are inclusive, insightful and impactful in our work.
The postholder is responsible for operating a high-quality correspondence, enquiries and complaints service for UKHSA stakeholders, including members of the public, healthcare professionals and government departments.
The postholder will have regular contact with staff at all levels across UKHSA and will need to establish and maintain efficient and effective working relationships with both internal and external stakeholders.
In ensuring that UKHSA’s responses are timely and accurate, the postholder will work with the organisation’s scientists and will be able to take complex scientific and technical information and be able to adapt it for a wide range of audiences.
The postholder will support the delivery of a reactive enquiries service to major incidents. The postholder will liaise with colleagues in the communications team and Health Protection directorate to ensure that UKHSA’s responses in these situations are authoritative, clear and entirely consistent with our messaging at both national and local levels.
The postholder will support the delivery of a complaints service, providing responses that are in line with the Parliamentary and Health Service Ombudsman (PHSO) good complaint handling guide.
The postholder will support the business of the team through undertaking activities relating to reporting, engagement, continuous improvement, learning and development and wellbeing.
The postholder will follow the set approval processes and will notify colleagues of any correspondence that could impact on their work.

Detailed job description and main responsibilities:

• Operate an enquiries and complaints service that satisfies government requirements to answer correspondence from UKHSA’s wide range of stakeholders.
• Produce draft responses to correspondence using information gained from a wide range of sources, i.e. subject experts, UKHSA publications.
• Investigate and respond to complaints in line with the Parliamentary and Health Ombudsman Guide to Good Complaint Handling.
• Assisting in the editing of complex contributions from scientists, subject leads and senior members of staff, to the extent that they are appropriate for a lay audience.
• Regularly review with the team what worked well and what didn’t, ensuring best practices are embedded and shared.
• Work with colleagues across UKHSA and the wider health system to ensure consistent public messaging during outbreak situations.
• Maintain a comprehensive accurate record of figures, subject areas and complexity level of enquiries and complaints received by UKHSA and a record of responses received and sent.
• Assist in the compilation of regular monthly and quarterly statistical reports from the data held on general enquiries and complaints.
• Monitor levels and nature of correspondence associated with various marketing campaigns.
• Assist in maintaining and regularly updating content for the Public Accountability section of the intranet.

The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The Job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the organisation.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

TYPE OF ROLE

Administration / Corporate Support
Communications / Marketing
Other

Detailed job description and main responsibilities:

• Operate an enquiries and complaints service that satisfies government requirements to answer correspondence from UKHSA’s wide range of stakeholders.
• Produce draft responses to correspondence using information gained from a wide range of sources, i.e. subject experts, UKHSA publications.
• Investigate and respond to complaints in line with the Parliamentary and Health Ombudsman Guide to Good Complaint Handling.
• Assisting in the editing of complex contributions from scientists, subject leads and senior members of staff, to the extent that they are appropriate for a lay audience.
• Regularly review with the team what worked well and what didn’t, ensuring best practices are embedded and shared.
• Work with colleagues across UKHSA and the wider health system to ensure consistent public messaging during outbreak situations.
• Maintain a comprehensive accurate record of figures, subject areas and complexity level of enquiries and complaints received by UKHSA and a record of responses received and sent.
• Assist in the compilation of regular monthly and quarterly statistical reports from the data held on general enquiries and complaints.
• Monitor levels and nature of correspondence associated with various marketing campaigns.
• Assist in maintaining and regularly updating content for the Public Accountability section of the intranet